Welcome to The Equestrian Gear Shop’s FAQ section. We’ve compiled answers to the most common questions about our products, shipping, payments, and more. As fellow equestrian enthusiasts, we understand the importance of reliable gear and timely delivery for your riding needs.
About Our Products
What types of equestrian products do you offer?
We specialize in high-quality equestrian gear for both rider and horse. Our product range includes:
- Riding apparel (breeches, outerwear, gloves)
- Safety equipment (helmets, Hit Air vests)
- Footwear (boots, paddock boots, boot accessories)
- Tack and equipment (bridles, reins, halters, leads)
- Horse gear (blankets, fly gear, horse boots)
- And much more to support your equestrian lifestyle
How do I choose the right size for riding apparel?
Each product page includes detailed sizing charts. For items requiring precise fit like helmets or riding boots, we recommend measuring according to our guidelines. If you’re between sizes or unsure, our customer service team (fellow riders!) can offer personalized advice at [email protected].
Ordering & Account Questions
What payment methods do you accept?
We accept all major credit cards including Visa, MasterCard, and JCB, as well as PayPal for secure checkout.
How can I track my order?
Once your order ships, you’ll receive a confirmation email with tracking information. All shipments, whether via DHL, FedEx, or EMS, include tracking so you can monitor your gear’s journey to your stable or home.
Can I modify or cancel my order after placing it?
We process orders quickly (within 1-2 business days) to get your gear to you promptly. If you need to modify or cancel an order, please contact us immediately at [email protected] with your order number. We’ll do our best to accommodate your request if your order hasn’t entered the shipping process yet.
Shipping & Delivery
What are your shipping options and timelines?
We offer two shipping methods tailored for equestrian needs:
- Standard Shipping ($12.95 flat rate): Via DHL or FedEx, arriving within 10-15 days after dispatch (1-2 day processing)
- Free Shipping (orders over $50): Via EMS, arriving within 15-25 days after dispatch
Do you ship internationally?
Yes! We proudly serve the global equestrian community, shipping worldwide except to some Asian and remote regions. Our Austin-based team ensures your gear is packaged securely for international transit.
What if my delivery is delayed?
While we carefully select reliable carriers, occasional delays can occur. If your shipment exceeds the estimated delivery window, please contact us with your order number. As riders ourselves, we understand the importance of timely delivery and will work to resolve any issues promptly.
Returns & Exchanges
What is your return policy?
We offer a 15-day return policy from the delivery date. Items must be unused, in original packaging with tags attached. For safety reasons, helmets and protective gear can only be returned if unused and in pristine condition.
How do I initiate a return or exchange?
Please email [email protected] with your order number and reason for return. We’ll provide return instructions and address. For exchanges, indicate the desired replacement item. Return shipping costs are the customer’s responsibility unless the return is due to our error.
When will I receive my refund?
Once we receive and inspect your return, we’ll process your refund within 5 business days. Refunds are issued to the original payment method. Please allow additional time for your bank or credit card company to complete the transaction.
Still Have Questions?
Our customer service team consists of fellow equestrians who understand your needs. Contact us at [email protected] for personalized assistance. We’re based in Austin, Texas but serve riders worldwide with the same passion we bring to our own riding.
Thank you for choosing The Equestrian Gear Shop – where quality gear meets equestrian passion.